Give every complaint an owner and every ticket an outcome

Many organizations collect feedback, then lose it in email threads, phone notes and personal to-do lists. Nobody can say who owns an issue, how long it has waited or how it ended. In an audit or a management meeting, the answer is usually a guess.

In EnaFeedback, every piece of feedback creates exactly one ticket, whatever its source. The ticket code is the same as the feedback code (it starts with FB). Status, priority, the teams it was routed to and the final result live in one record with a complete history.

A ticket opens as New, with its priority taken from the category: complaints are high priority, requests are priority, and suggestions and thanks are normal. The feedback manager reviews it, adjusts the priority if needed and routes it to one or more resolution teams with a required note. On the first routing, the ticket moves to In progress automatically.

The team sees the ticket in its inbox, adds notes and concludes the routing with a result: Action taken, Could not complete, Forwarded or Returned. When needed, an admin can withdraw, cancel, mark as expired or handle a routing themselves.

A ticket cannot be closed until every open routing is concluded. On closing, the admin picks Resolved, Unresolved or Not an actionable issue. If the visitor left contact details, they get an email or SMS each time the status changes.

Resolution teams mirror your real departments, such as technical services, IT, security or patient relations. Members are organization users with team inbox permission. A user with the Team member role sees only the team inbox and can open only tickets routed to their own teams.

The inbox shows unread, open and concluded counts, success rate, average time to conclude and a 30-day trend. If a team is renamed, past routings keep the name it had at the time, and a team with open routings cannot be deleted. Records stay accurate after the fact.

Ticket history shows creation, status changes, routings, routing results, notes, priority changes and views, each with the user and time. Notes can run up to 4,000 characters. A single ticket can be downloaded as a PDF.

Actions such as routing and closing are also written to the audit log. Audit entries are protected by an HMAC-SHA256 hash chain that links each row to the previous one, and exports are logged too. When someone asks how a complaint was handled, the answer is already on record.

When a ticket is routed to a team or its status changes, a system notification goes to the people involved. Category-based alert rules can, for example, email or text a manager on every new complaint. If you want the data in your own system, routing and status-change events are sent to a single URL as a webhook that can be signed with HMAC-SHA256.

The process view in Feedback analytics shows time to first read and time to close (mean and median), age buckets for unread tickets, heatmaps, and how categories flow into close results. Resolution team performance compares teams. Reports export to Excel. These analyses look back at what happened; the product does not run SLA timers or automatic escalation.